Trends Report

Unlock The Hidden Value Of Chatbots For Your Customer Service Strategy

Go Beyond Just Cost Reduction

January 19th, 2018
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Daniel Hong, null
Daniel Hong
With contributors:
Stephen Powers , Sarah Dawson , Peter Harrison

Summary

Chatbots have strong appeal as firms bring mass personalization to customers. Cost savings are the best-known benefit, but less-well-known benefits include insights from unstructured data, cost optimization, and experience improvement for customers and agents. This report details how application development and delivery (AD&D) pros can create a chatbot strategy for customer service that aligns with business benefits that transform engagement.

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